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Care Operations

Care Operations

Guide to help teams to be more productive, work more effectively, and deliver better service to contacts

Articles

(19)
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Auto-Hide Comment Feature in Service Automation

Now, it is seamless than ever to automatically hide any comments on applications such as Facebook, X and Instagram using Automation on Sprinklr Service Self-ServeYou can automatically hide specific comments on their social media posts based on predefined criteria, such as containing profanity, spam,

Service Automation

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Workflow Automation

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Ticket Management Workflow in Sprinklr Service Self Serve

These all are sequential steps once a ticket is created within the platform  Ticket Creation and Initial Status:  Ticket Creation: A ticket is created when a message (comment, mention, direct message, or email) is received on the Sprinklr Service Advanced platform.  Initial

Articles

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Care Operations

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Create personalised Ticket Forms to collect required user information

Configure ticket forms with predefined request fields to understand customer concerns better and provide them with an instant resolution.Ticket Forms are personalised request forms that help external or internal users to raise their issues to your support team. With the help of Ticket Forms, you can

Ticket Forms

Create Ticket

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Helpdesk Configuration

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Setting up Service Level Agreement (SLA) on Sprinklr Advanced

Learn how to set up SLA on Sprinklr enabling agents to deliver measured and predictable service to your customers.Service Level Agreement (SLA) is an agreed-upon measure of the response and resolution times that your support team delivers to your customers. It ensures that you are delivering measure

Use Multiple SLA Policies

Understanding Service Level Agreement (SLA)

Create SLA Policy

SLA policy

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Helpdesk Configuration

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Understanding SLA Policy

Learn how creating an SLA policy on Sprinklr help you keep track of agent'a case handle time or any escalation arising out of the case.SLA policy helps you define different service level rules such as First Response Time, Next Response Time, Total Resolution Time, etc. These rules play an important

SLA Policy Explained

Reroute Ticket if SLA Due Time Approaches

Send Notification if SLA due Time Approaches

Set Up Total Resolution Time

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Helpdesk Configuration

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Understanding Ticket Fields

Understand what are Ticket fields and how it helps you fetch correct customer information.Ticket fields are a set of custom fields that help you capture the right information in a format of your choice. You can add various field types to add ticket information as and when you get them.For example, i

Ticket Fields

Care Console

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Helpdesk Configuration

SA
Understanding Business Hours

Learn all about business hours and how it helps to manage the working hours of the team and control SLA compliance.Business hours are the official working hours when your team is available to serve your contacts. It helps you manage expectations with your contacts and set benchmarks for your team. F

Edit Existing Business Hours

Delete Existing Business Hours

Configure Business Hours

Clone Existing Business Hours

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Helpdesk Configuration

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Understanding Ticket Status

How you can leverage ticket status in Sprinklr to handle the tickets effectively and take further actions accordingly.Ticket statuses are the stages a ticket goes through in its life cycle. In Sprinklr, there are various ticket statuses you can choose from while working on a ticket. In this article,

Ticket Status

Color Coded Ticket Priority Icons

Understand Ticket Status

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Helpdesk Configuration

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Custom Web Forms in Sprinklr Advanced

Learn how to generate a ticket into the Sprinklr ticket queue and corresponds with the agents on that ticket via Email.Sprinklr, by default, provides you with the facility of ticket forms on the Knowledge Base portal and has the flexibility to configure it as per the business requirement.However, if

Ticket Forms

Create Ticket

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Helpdesk Configuration

SA
Understanding Capacity

Understand what capacity is and how you can leverage capacity to manage resources effectively and efficiently.Capacity is the ability of an agent to manage customer support workload across different channels. It helps you configure and balance agent workload and ensure no one is under/overstaffed. Y

Capacity

Setup Agent Capacity

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Workflow Automation

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